Session #606: How to Make Better Business Decisions Utilizing Data, Knowledge and Analytics: A Roundtable

with First American

Peter McGarahan, Mary Cruse and Brad Biagi

Roundtable Purpose• To make better decisions based on data quality, the relentless

questioning, and taking measurable action based on your findings.

• To share our methodology around selecting, extracting and analyzing

the relevant data on a regular basis for refined questioning.

• Learn how to conduct "data deep-dives“, identifying continuous

improvement opportunities, focused on daily service operations.

How this workshop works…

High points of approaching decisions through Data Analysis

Working with your tablemates to frame your own “take home” project

Support you through our experiences

Align you with “accountability-buddies!

Goal of Analytics

What do you want to achieve? Desired impact?

• Increase FCR

• Increase Self Service

• Problem elimination

• Agent efficiency (AHT)

1

What are the

• End results?

• Benefits to the customers/business?

• Impacts to Service Levels?

• Changes in how you do business?

2

Strategic alignment

• IT strategy

• Corporate strategy

• Alignment

3

Methodology

Determine what areas in your Service Desk to investigate and why.

Determine how these areas are measured and

where is the data source.

Understand how best to extract the data and

load it into an analysis tool like Excel (e.g. Pivot

tables).

Start by filtering, sorting, graphing, questioning,

observing, brainstorming, etc.

Begin to formulate assumptions, hypothesize,

continue to question, observe to confidently

know, bring in others for their perspective.

Elements of a Good Problem Statement

6

Clearly state the problem

and why the problem is

important to solve now!

Describes what the problem is, what the defect is, what products or processes are defective.

Identifies where the problem occurs and what part of the product or process is broken.

Depicts when the defect was first observed, the history of the problem, and if there are any patterns.

Explains how extensive the problem is; how many products are defective; or how often the process functions improperly as well as portrays any trends.

Basically the Problem Justification explains how you know the problem is a problem and expresses directly or indirectly why the project is important to solve now.

Roundtable #1: Write Your Problem

Statement

Metric & Reporting Maturity

Data ->Metric->Measuring->Reporting

To get value in data analysis, data and reporting must be clear,

accurate, direct and maintain a balanced perspective

What metrics do you report regularly report and why?

What is the data source, calculation, meaning of metric, confidence level, trending and

rippling effect?

What are the benchmarked/targeted results, what are the gaps and why?

Baselining!

• Where are you beginning your journey?

• How do you know when you make changes

you’ve made success?

• Progress measured against goal – industry

benchmarks:

• Baseline: the measure of where you begin

your journey

• Actual: the measured metric on a period

basis (day, week, month)

• Target: the metric goal as defined by

industry benchmarks such as HDI, Gartner

and MetricNet.

Reporting and Storytelling

Who are you telling the story to and what do they care about?

Know your audience and the story you want tell.

Relational data – Volume/Abandon/ASAall on one graph

Ticket types/categories/trending

Representing data in graphical way

Make it personal – have a meaningful impact

Demo: Manipulating Excel Data

• Perform call analytics / call mapping to identify important

call type characteristics for addressing both from a shift-left

strategy perspective.

• Prior year call types vs. this year’s call types

• Technical (complex), Operational, Request, Break / Fix, Status

Update, Repetitive.

• Show the data, show the reports, graphs and stories

• Challenge the data and ask the right questions about what

areas are in need of attention and improvement.

Roundtable #2:Prepare your

data

QUESTIONS, QUESTIONS, QUESTIONS

What data do you have? What sources? Is it GOOD?

What data DON’T you have? Why? Where can you get it?

How will you use your data to compare and contrast?

What questions should you ask? Is it explainable?

How do you confidently know the data is supporting your research/improvement efforts?

How will data be presented?

Who is your audience?

What’s your STORY?

Tell a Cohesive Story

Your agenda should include the what, when, where, how, and why of the business proposal

Why is this change needed (issues & opportunities)?

How will this change solve these issues or opportunities facing the organization?

What is the recommended solution?

How does the solution address the issues or opportunities? What are the benefits?

What will happen to the business if the change is not undertaken (the do nothing scenario)?

When will the solution be deployed?

How much money, people, and time will be needed to deliver the solution and realize the benefits?